From the campaign to the appointment: what happens to the phone number

A campaign succeeds when a phone number arrives. The organisation fails when that number is treated as a medical file, or when it stays in WhatsApp and never becomes an appointment. In Elite Care follow-up has a place, the appointment has a place, and the visit has a place. The three are connected without being open to every team.

The path

• The enquiry is recorded in patient relations, not in the clinical record.
• When the booking is complete it becomes an appointment reception can see.
• The visit and the note belong to whoever has clinical access.
• If the appointment is cancelled, the signal remains in follow-up, not in a message that is forgotten.

This is the same distinction as the article on CRM versus the medical record. Here the focus is the step before the clinic door.